NHTSA Complaint #11701235 — 2017 HYUNDAI SONATA

I am filing a complaint regarding Hyundai Motor America’s handling of my engine-related safety issue, buyback process, and rental reimbursement. My vehicle was towed to Elder Hyundai for a suspected engine failure. Elder Hyundai informed me that my car was covered under an engine recall campaign and that they would submit a request for free repair. Shortly afterward, Hyundai Motor America notified me that they would not perform the repair and that I was being forced into the buyback process under a Settlement Agreement Release (SAR). Elder Hyundai refused to provide me a loaner vehicle because I was not proceeding with repairs, despite the issue being part of an engine recall. They also refused to give me the repair order report for my records and refused to let me retrieve my personal items from my vehicle unless I paid a diagnostic fee. Hyundai Motor America told me I was covered under them for this fee, yet Elder Hyundai still refused. Regarding transportation, I was initially told Hyundai does not reimburse Turo rentals due to concerns about “fake receipts.” Because of my budget and age, Turo was the only rental option I could afford. After escalating, a supervisor approved reimbursement for my Turo rentals, but as of today I have not received any reimbursement. I am a school teacher with a two-hour commute each day and I have [XXX] twin toddlers. I had to use rent and bill money to pay for the rentals based on assurances that reimbursement would be processed within a week. I submitted all receipts, but my new case manager claims he has no record of them, further delaying reimbursement. I completed and returned all SAR buyback documents on November 15th, yet I have received no update on payment or processing. This entire ordeal has put me at financial risk, including potential job loss and housing instability. Hyundai’s delays and mishandling of this safety-related case have severely impacted my livelihood. I ask that you please review HMA’s action INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMA